Refund Policy

1. About this policy

This Refund Policy explains when you can get money back for an order placed with Nomadic Mart, how much, and how to ask. It covers every document and service you order through us, for any destination:

• visas and eVisas, including visa applications and pre-approvals made online;
• travel authorizations, such as ETAs;
• visas on arrival, where a destination offers pre-approval or payment in advance;
• arrival cards, and arrival, health and customs declarations;
• any other travel document or support service we offer.

The same rules apply to all of them. Where a product works differently, for example because it's free from the government, has faster speeds, or can only be filed shortly before you travel, we explain how below.

Nomadic Mart is a trading name of THE CLOUDOPS LTD (company no. 17112198, England and Wales; registered office Work.Life Manchester, Core 30, Brown Street, Manchester M2 1DH).

In this policy, "we", "us" and "our" mean THE CLOUDOPS LTD. The "issuing authority" is the government or official body that issues your document or receives your filing. "Application" also covers a filing, such as an arrival card.

We're a private, independent service, not a government agency. We prepare, check and submit your application, and the issuing authority decides it. That's why we don't offer a money-back guarantee on approval. Our promises cover the work we control: how we handle it, and what you get back at each stage.

This policy is part of our Terms & Conditions. Read it alongside them and our Privacy Policy.

2. What you pay

Your price can be made up of different fees, depending on the document. Refunds treat them separately, so one order can get one part back and not the other.

The price for your document and destination is shown before you pay, on its page and at checkout, with all fees included. See, for example, our Cambodia visa page. Prices are in US dollars (USD). Your checkout and order confirmation show how much of your total is the government fee, if there is one, and how much is our service fee. Issuing authorities set their own fees and can change them. The breakdown shown at checkout is the one that applies to your order.

Fees you pay to an authority yourself, such as a visa fee paid at the border, aren't part of your order. We never receive them, so we can't refund them.

3. Refund conditions

These conditions apply to every product we offer. What you can get back depends on how far your application has got. Where a partial refund applies, you get any government fee back in full, plus 50% of our service fee.

• Full means everything you paid for that traveler, including any government fee. For a duplicate payment, it means the whole duplicate charge.
• 50% Partial means any government fee in full, because it hasn't been paid to the issuing authority yet, plus half of our service fee. For a document that's free from the government, it's half of our service fee.
• None means nothing is refunded: neither any government fee nor our service fee.

Your reason for canceling doesn't change the stage. If your plans change before we've submitted your application, the cancellation rows above apply. Once your application is with the issuing authority, a change of plans isn't grounds for a refund. Neither are things outside our service, such as the authority's processing time or the conditions of the document itself.

These conditions are specific so you always know where you stand. If your situation isn't covered here, contact us and we'll look at it fairly and in good faith.

4. The government fee

Once we've submitted your application, the government fee can't be refunded. That isn't our choice. The fee goes to the issuing authority, not to us, and most authorities don't return fees once an application is lodged, whatever the outcome.

• This applies if your application is refused, if you cancel after we've submitted it, and if a duplicate application has already reached the authority.
• Before we submit, the fee hasn't been paid to the authority. If you're due any refund at that stage, the government fee comes back to you in full.
• Our exception: if we fail to submit your application, we refund all fees. If that means returning a government fee we've already paid out, we pay it from our own funds.
• If an issuing authority ever returns a fee to us, we pass it on to you.

Many documents, including many arrival cards, have no government fee. For those, this section doesn't apply.

5. If your application is refused

Whether you get a visa, travel authorization or other document is the issuing authority's decision alone. We prepare and submit your application with care, but we can't guarantee approval, and we never sell our service as a money-back guarantee.

• If an application we prepared and submitted correctly is refused, nothing is refunded. Any government fee has been paid, and our work was done in full.
• If the refusal came from a fixable mistake on our side, such as a document or photo we formatted wrongly, we resubmit your application without charging our service fee again.
• If the issuing authority charges a new government fee for that second application, we pay it.

Most refusals come from the details or documents behind an application, such as a passport without enough validity left, or details that don't match the passport. If we should reasonably have caught it in our check, we treat it as our mistake. If only you could have known it or got it right, our fee stands. Either way, we tell you what we know about the reason, so a new application has the best chance.

6. Arrival cards and other filings

Some documents are filed for you rather than applied for: digital arrival cards, and arrival, health or customs declarations. We prepare, check and file them with the issuing authority. Many are free from the authority. Then what you pay us is our service fee only, with no government fee in it, so a refund is always a refund of our fee. If a filing does carry an official fee, section 4 applies to that part.

Some documents can only be filed within a set window before you travel. If you order earlier, we hold your order and file it when the window opens. The same stages apply, however far away your trip is:

• Speed difference means we refund the difference between the price you paid and the price of the speed we actually met. For example, if you paid for our fastest speed and we filed within the time of the next one down, you get the price difference between those two speeds back. The same applies to any other product where you pay us for a faster speed.
• Times count from when your document can be filed: from payment if the filing window is already open, or from the moment it opens if you ordered earlier, and only once we have everything we need from you.
• Ordering before the window opens? Faster speeds can only be chosen once a document's filing window is open. Before then, the standard speed is the only option, and we file within the standard time once the window opens.
• Changes and corrections: if a detail is wrong or your flight changes, tell us before you travel. Where the issuing authority allows it, we update or re-file it for the same trip at no extra cost. A new trip needs a new filing and a new order.

7. Orders with more than one traveler

You can add several travelers to one order, where our order form allows it. Each traveler is a separate application with their own fees, so we work out refunds traveler by traveler.

• One traveler's stage or outcome doesn't decide another's. If one person in your group is refused, the others aren't affected, and that traveler's refund follows the rules above.
• You can cancel one traveler and keep the rest of the order going.
• A visa, travel authorization or arrival card is tied to one passport. It can't be transferred to someone else, and a new traveler needs a new application.
• Refunds go back to the payment method used for the order, even if the person who paid isn't traveling.

8. Mistakes in your details

An application can only be as accurate as the details behind it. Our Terms & Conditions explain what you're responsible for. Here's what happens when something is wrong:

• Before we submit: tell us and we'll correct it at no cost.
• After we've submitted an application: most issuing authorities don't allow changes once it's lodged. If it's refused because of a detail you gave us, there's no refund (see the refund conditions).
• Applying again: we'll tell you what went wrong and help you apply again. A new application is a new order, so any government fee is charged again and our service fee applies. You can start a new application from our homepage at any time.
• A mistake on your issued document: check your visa or travel authorization as soon as it arrives and tell us right away. If the mistake is ours, we put it right as set out in section 5. If it came from the details you gave us, a corrected document usually needs a new application.
• Arrival cards and other filings: corrections for the same trip are free before you travel, where the issuing authority allows them, as described in section 6.

9. Refused boarding or entry, and missed flights

Airlines decide who boards, and immigration officers decide who enters. A valid visa, travel authorization or arrival card doesn't guarantee entry. Those decisions are outside our control, so they aren't refundable by us. If you think a mistake of ours played a part, tell us and we'll look into it. Our Disclaimer explains what we can and can't control.

Missed your flight or moved your trip? You may not need a refund. Many visas and travel authorizations stay valid for a set period, so you can often use yours on new dates within it. Check the validity shown on your document, or ask us. For an arrival card or declaration, send us your new flight details before you travel and we'll update it where the issuing authority allows.

10. Duplicate payments

If you've been charged twice for the same traveler and trip:

• We refund the duplicate service fee in full.
• We refund any duplicate government fee too, as long as the duplicate application hasn't been submitted. If it has, the issuing authority has been paid twice, and that fee can't be recovered.
• If we spot a duplicate ourselves, we tell you within 24 hours of finding it, along with what we've done about it.

Before you report a double charge, check whether one of them is a temporary hold. Banks sometimes show a pending authorization that disappears by itself within a few days. If both charges have gone through, send us both transaction references.

11. Special circumstances

Some situations call for discretion. We look at each one with care, case by case, and we'll need supporting documents.

• Death of the applicant. We refund our service fee in full when we receive a death certificate. Any government fee follows the usual rule: it comes back only if we haven't submitted the application yet.
• Medical emergency. We refund our service fee when we receive suitable medical evidence. Whether any government fee comes back depends on whether we'd already submitted the application.
• Events outside anyone's control. Natural disasters, conflict and border closures are reviewed one by one, with supporting documents, to reach a fair outcome.

12. How to cancel or ask for a refund

1. Email [email protected] with the subject line Refund request. To cancel an order, use Cancel order.
2. Include your order reference (the order ID in your "Payment received" email), the email address you ordered with, which traveler the request is about, why you're asking, and any evidence. Evidence could be a refusal notice or a bank statement showing a double charge.
3. We review your request and email you our decision, with the amount, within 2 to 3 business days.
4. If we approve it, we issue the refund within 5 to 7 business days, through Stripe, to the payment method you used.

13. How long refunds take

Once we have everything we need, a refund usually takes this long:

• Our decision: 2 to 3 business days.
• Issuing the refund: 5 to 7 business days after we approve it.
• Your bank: a further 3 to 10 days to show it in your account.
• In total: typically 10 to 21 business days.

Refunds go back through Stripe to the method you paid with. That means the same card, or the card behind your Apple Pay, Google Pay or Link payment. We can't send a refund to a different card, bank account or person.

Once we've issued a refund, your bank decides when it lands. If your card has expired or been replaced, banks usually still pass the money on. We'll send you a refund reference to quote to your bank if it doesn't arrive.

14. Currency, exchange rates and bank fees

We charge in US dollars (USD), and we refund in US dollars: the amount you paid, or the part of it you're due. If your bank converted the payment into your own currency, the refund may convert back at a different rate, so the amount in your currency can differ.

• We don't make up differences in exchange rates between the day you paid and the day of the refund.
• We can't refund foreign transaction fees, conversion charges or other fees added by your bank or card issuer. They're charged by your provider, not by us.
• We don't add card surcharges of our own.

15. Chargebacks and payment disputes

If something's wrong with a payment, please contact us before you raise a chargeback with your bank or card issuer. Email [email protected] and we'll reply within 48 hours. Coming to us directly is almost always faster, and it saves fees and delays on both sides.

A chargeback can also slow down a refund you're owed, because the money is held in your bank's dispute process until it's settled.

If a chargeback is raised for a service we delivered correctly, such as an application we submitted or a filing we made, we'll give Stripe and your bank our records: timestamps, submission confirmations and our messages with you. We may also decline future orders and recover what's owed through lawful means. None of this limits your legal right to dispute a charge with your bank.

16. Your consumer rights and complaints

Nothing in this policy affects your statutory rights. As a UK company, we must provide our services with reasonable care and skill under the Consumer Rights Act 2015. If you live elsewhere, the consumer protections of your own country still apply.

Canceling within 14 days

UK and EU consumers usually have 14 days to cancel a service bought online. Our service starts as soon as you pay, because you ask us to begin right away. So if you cancel within those 14 days, the stages in this policy apply: we may keep a fair amount for the work already done. Once we've fully carried out the service, by submitting your application or filing your document, the right to cancel ends. If you cancel under this right, we refund what's due without undue delay, and within 14 days of the day you tell us, to the payment method you used. You can use the cancellation form in our Terms, but you don't have to.

Appealing a refund decision

If you disagree with our decision, email us with the subject line Refund appeal and any extra information that supports your case. A senior member of our team will review it and send you a final decision in writing within 7 days.

If it's still not resolved

• United Kingdom: Citizens Advice consumer service.
• European Union and EEA: your national consumer authority, or the European Consumer Centre in your country.
• Everywhere else: your local consumer protection authority.

This policy is governed by the laws of England and Wales. If you're a consumer, you also keep the protections of the law where you live. Our Terms & Conditions cover jurisdiction in full.

17. Changes to this policy

We may update this policy when our services, our payment process or the law changes. Changes apply to orders placed after the update. Your order follows the version in force when you paid. The "Last updated" date at the top of this page shows the current version.

18. Contact us

Email [email protected] or message us on WhatsApp at +44 7561 525115. The WhatsApp number may change; the current one is always on our website. For refunds, cancellations and appeals, use the subject lines in section 12 and section 16 so your message reaches the right person quickly.

Nomadic Mart is a trading name of THE CLOUDOPS LTD (company no. 17112198, England and Wales; registered office Work.Life Manchester, Core 30, Brown Street, Manchester M2 1DH).